IT HELPDESK MANGEMENT
Question 1. For Internal use- outline the ways of dealing with the problem as a Helpdesk Manager/ service Centre Manager:
To help desk manager / service center manager deal with the Problems such as: -
1. There are repetitive calls and they are usually very simple.
2. There are customers who does not know where is the information in user manual
3. There are customers who forgot their password
4. There are customers who operates night shift and they need to have access at night
5. Number of inbound calls are 150-180 per day among 6 x account managers
6. Number of outbound calls made by account managers are 10-12 per day average
7. Number of outbound calls made to remind bill payment 50-60 per week average
8. There …show more content…
Giving an answer of them, to the following, there is an input framework is one we. Our help group squanders a lot of time on "normal" calls. IT assets are rare these days, and organizations need to guarantee they are consistently used to their fullest potential. Noting routine request – for instance, reacting to an end client keeping an eye on the status of a product buy demand – is not the best utilization of their time. IT Service Management arrangements give end clients an assortment of "organization toward oneself" peculiarities, such the capacity to track the status of open issues on the web, or to get to an information base that will permit them to troubleshoot and right basic, normal issues all alone. This authorizes help staff to concentrate on determining more perplexing or critical …show more content…
For Senior Management - Justify your plan in logical report:
Answer.
Question 6. For Finance Team - Submit Return on Investment (ROI) report:
Answer.
Return on Investment (ROI): An execution measure used to assess the effectiveness of a speculation or to look at the productivity of various distinctive speculations. To compute ROI, the profit (return) of a venture is isolated by the expense of the speculation; the result is communicated as an issue or a proportion.
Formula to calculate ROI:
ROI = (Gain from Investment – Cost of Investment) Cost of Investment
Quantifiable profit can be seen after around 1 year of usage. There some immediate and more aberrant favourable circumstances. Like the usage expense is less. The most paramount is that it is not difficult to deal with a solitary site. The rate of profitability of the actualized framework can be measured from its potential advantages.
Client utilizes organizations toward oneself like USSD day in and day out
• Customer require less support from live specialists
• Bad obligations are pursued naturally
• You don 't have to take care of various locales.
• There will be less redundant errands that will help us to spare operational
Question 1. For Internal use- outline the ways of dealing with the problem as a Helpdesk Manager/ service Centre Manager:
To help desk manager / service center manager deal with the Problems such as: -
1. There are repetitive calls and they are usually very simple.
2. There are customers who does not know where is the information in user manual
3. There are customers who forgot their password
4. There are customers who operates night shift and they need to have access at night
5. Number of inbound calls are 150-180 per day among 6 x account managers
6. Number of outbound calls made by account managers are 10-12 per day average
7. Number of outbound calls made to remind bill payment 50-60 per week average
8. There …show more content…
Giving an answer of them, to the following, there is an input framework is one we. Our help group squanders a lot of time on "normal" calls. IT assets are rare these days, and organizations need to guarantee they are consistently used to their fullest potential. Noting routine request – for instance, reacting to an end client keeping an eye on the status of a product buy demand – is not the best utilization of their time. IT Service Management arrangements give end clients an assortment of "organization toward oneself" peculiarities, such the capacity to track the status of open issues on the web, or to get to an information base that will permit them to troubleshoot and right basic, normal issues all alone. This authorizes help staff to concentrate on determining more perplexing or critical …show more content…
For Senior Management - Justify your plan in logical report:
Answer.
Question 6. For Finance Team - Submit Return on Investment (ROI) report:
Answer.
Return on Investment (ROI): An execution measure used to assess the effectiveness of a speculation or to look at the productivity of various distinctive speculations. To compute ROI, the profit (return) of a venture is isolated by the expense of the speculation; the result is communicated as an issue or a proportion.
Formula to calculate ROI:
ROI = (Gain from Investment – Cost of Investment) Cost of Investment
Quantifiable profit can be seen after around 1 year of usage. There some immediate and more aberrant favourable circumstances. Like the usage expense is less. The most paramount is that it is not difficult to deal with a solitary site. The rate of profitability of the actualized framework can be measured from its potential advantages.
Client utilizes organizations toward oneself like USSD day in and day out
• Customer require less support from live specialists
• Bad obligations are pursued naturally
• You don 't have to take care of various locales.
• There will be less redundant errands that will help us to spare operational